We understand that travel plans may change. This policy explains the cancellation, amendment and refund conditions that apply to bookings made directly with Zenvoya, unless different conditions are clearly stated before payment or in your booking confirmation.
Policy overview
Select a section below to review the conditions that apply to your experience, package, amendment or refund request.
Cancellation Requests
How cancellation requests must be submitted and confirmed.
→Short Experiences
Refund conditions for tours and experiences under 24 hours.
→Amendments
Conditions for changing an experience date or starting time.
→Multi-Day Packages
Cancellation fees for packages containing several services.
→Non-Refundable Services
Supplier services that may carry separate cancellation terms.
→Weather Conditions
How normal weather and supplier safety cancellations are handled.
→Additional Conditions
Special circumstances, responsibilities, insurance and rights.
→Cancellation requests
Cancellation and amendment requests must be communicated clearly so that Zenvoya can review the applicable supplier conditions and confirm any charges, alternatives or refunds.
Written notification
All cancellation and amendment requests must be submitted in writing through WhatsApp or email.
A cancellation will only be considered confirmed once it has been acknowledged in writing by Zenvoya.
Applicable deadline
Cancellation deadlines are calculated according to the local time at the destination where the experience or travel service is scheduled to take place.
The time at which Zenvoya receives the written request will determine the applicable cancellation period.
Short tours and day experiences
These standard conditions apply to tours, excursions and experiences lasting less than 24 hours, unless different supplier conditions are disclosed before booking.
| Cancellation period | Standard condition | Refund |
|---|---|---|
| More than 72 hours before departure | Cancellation received before the applicable deadline. | Full refund |
| Between 48 and 72 hours before departure | Supplier and operational costs may already have been incurred. | 50% refund |
| Less than 48 hours before departure | The booking is within the non-refundable period. | Non-refundable |
| No-show | The guest does not attend the confirmed experience. | Non-refundable |
| Late arrival | The guest arrives too late to participate in the experience. | Non-refundable |
Entrance tickets, permits, transport reservations or other supplier services identified as non-refundable at the time of booking will remain non-refundable, even when the general cancellation request is received more than 72 hours in advance.
Amendments to short experiences
Date or starting-time changes may be possible when sufficient notice is provided and the requested alternative remains available.
Requests received in advance
Requests to change the date or starting time must be received at least 48 hours before the scheduled experience.
One date change may be permitted without a Zenvoya amendment fee, subject to availability and applicable supplier conditions.
Conditions affecting changes
- Supplier availability
- Transport availability
- Seasonal price differences
- Attraction operating hours
- Additional charges imposed by suppliers
Requests received less than 48 hours before the scheduled experience may be treated as a cancellation of the original booking and the creation of a new booking. Non-recoverable supplier costs may still apply.
Multi-day travel packages
These standard cancellation fees may apply to packages that include accommodation, transport or multiple travel services. The final amount will depend on applicable supplier conditions and non-recoverable costs.
| Time before arrival | Standard cancellation fee | Potential refund |
|---|---|---|
| 45 days or more | Up to 15% of the total booking value | Up to 85% |
| 30–44 days | Up to 30% of the total booking value | Up to 70% |
| 15–29 days | Up to 50% of the total booking value | Up to 50% |
| 7–14 days | Up to 75% of the total booking value | Up to 25% |
| Less than 7 days | Up to 100% of the total booking value | Potentially non-refundable |
| No-show or cancellation after commencement | 100% of the total booking value | Non-refundable |
Where the actual non-recoverable supplier costs are lower than the standard percentage shown above, Zenvoya will apply the lower, appropriate and justifiable cancellation amount.
Non-refundable services
Certain services may carry stricter conditions because payment or a binding reservation must be made with the supplier in advance.
Transport
- Airline tickets
- Rail tickets
- Boat tickets
- Reserved private vehicles
Accommodation
- Promotional hotel rates
- Advance-purchase rates
- Special seasonal reservations
- Non-refundable room categories
Activities and services
- Attraction and museum tickets
- Special event tickets
- Private guides
- Permits and entrance fees
Special non-refundable conditions will be disclosed before payment whenever possible or clearly included in the booking confirmation.
Weather conditions
Many travel experiences operate outdoors and may continue during ordinary seasonal weather conditions.
Guest cancellation because of weather
Experiences will normally continue during light rain or standard seasonal weather when the supplier considers that conditions remain safe.
A booking will not normally qualify for a refund solely because the guest prefers not to participate because of rain, cloud, temperature or other ordinary weather conditions.
Supplier safety cancellation
When an experience is cancelled by the supplier because conditions are unsafe, Zenvoya may offer:
- A different starting time
- An alternative date
- A comparable experience
- A travel credit
- A refund for the cancelled and recoverable service
Special circumstances and traveller responsibilities
These provisions explain how extraordinary circumstances, supplier cancellations, group requirements, responsibilities and approved refunds are handled.
Unavoidable and extraordinary circumstances
Where unavoidable and extraordinary circumstances significantly affect the performance of a qualifying travel package or the traveller’s journey to the destination, applicable statutory cancellation rights will be respected.
Such circumstances may include serious natural disasters, significant security problems, major public-health risks or official restrictions that directly prevent the agreed services from being provided.
Personal circumstances, changes of mind or changes to travel arrangements made independently by the traveller are not automatically considered unavoidable and extraordinary circumstances affecting the booked package.
Cancellation by Zenvoya or a supplier
When Zenvoya or the confirmed supplier cancels an experience before it begins, the traveller will normally be offered one or more appropriate solutions.
- A suitable alternative experience
- A different travel date
- A travel credit
- A refund for the cancelled service
Where the booking qualifies as a package travel agreement, applicable statutory refund rights and mandatory deadlines will take precedence.
Minimum group requirements
Some experiences require a minimum number of guests to operate. The applicable minimum will be stated on the experience page or in the booking confirmation.
Where the required minimum is not reached, Zenvoya may:
- Offer an alternative date
- Offer a private experience at an adjusted price
- Offer a comparable activity
- Cancel and refund the affected service
Guests will be informed as soon as reasonably possible.
Guest responsibility and no-shows
Guests are responsible for reviewing their booking confirmation and complying with the confirmed operational requirements.
- Arriving at the confirmed meeting point on time
- Providing correct hotel and contact information
- Checking the confirmed pick-up time
- Carrying any required identification
- Meeting applicable health, age, weight, clothing or mobility requirements
- Informing Zenvoya of delays as soon as possible
Experiences cannot always be delayed, extended or rescheduled because a guest arrives late. Failure to attend without prior notice will be considered a no-show and will be non-refundable.
Refund processing
Approved refunds will be returned through the original payment method whenever possible.
Refunds required under applicable package travel law will be processed without undue delay and within the applicable mandatory legal deadline.
Other approved refunds will be initiated as soon as reasonably possible after the supplier charges and refundable amount have been confirmed.
The traveller’s bank, card issuer or payment provider may require additional processing time before the funds appear in the traveller’s account.
Currency conversion differences and charges applied independently by banks, card issuers or payment providers are outside Zenvoya’s control.
Travel insurance
Zenvoya strongly recommends purchasing suitable travel insurance as soon as the booking is confirmed.
Travellers should consider insurance covering:
- Trip cancellation or interruption
- Medical emergencies
- Travel delays
- Missed departures
- Lost or damaged belongings
- Personal circumstances preventing travel
Travellers are responsible for reviewing the insurer’s conditions, exclusions, coverage limits and claim requirements.
Statutory rights
Nothing in this policy is intended to exclude, restrict or limit any mandatory consumer rights applicable under Dutch or European law.
Where a booking qualifies as a package travel agreement, the traveller’s applicable statutory package travel rights will take precedence over any conflicting provision in this policy.
Where an individual tour, ticket or travel service does not qualify as a package, the conditions applicable to that specific service and supplier will apply, subject to mandatory consumer protection law.
Need help with an existing booking?
Contact Zenvoya with your booking reference, the lead traveller’s name and the requested change. Our team will review the applicable conditions and explain the available options.
Contact Zenvoya via WhatsApp